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- Remote problem diagnosis and support
Once the customer has placed a service request via a designated HP support telephone number, HP will work with the customer during the coverage window to isolate the hardware problem and to remotely troubleshoot, remedy, and resolve the problem. Prior to any onsite assistance, HP may initiate and perform remote diagnostics using electronic remote support tools to access covered products. Alternatively, HP may use other means to facilitate remote problem resolution.
- Onsite hardware support
For technical hardware issues that cannot, in HP's judgment, be resolved remotely, an HP authorized representative will provide onsite technical support on covered hardware products to return them to operating condition. HP may, at its sole discretion, elect to replace the products instead of repairing them.
- Replacement parts and materials
HP will provide HP-supported replacement parts and materials necessary to maintain the covered hardware product in operating condition, including parts and materials for available and recommended engineering improvements. Replacement parts provided by HP shall be new or functionally equivalent to new in performance.
- Coverage window
The coverage window specifies the time during which the described services are delivered onsite or remotely. Service requests received outside this coverage window will be logged the next day for which the customer has a service coverage window.
- Onsite response time
Onsite response time specifies the period of time that coverage begins as when the initial service request is received and logged with HP and ends when the HP authorized representative arrives at the customer's site, if this time falls within the specified coverage window. Response times are measured during the coverage window only and may be carried over to the next day for which there exists a coverage window.
Next Business Day Hardware Support for Travelers provides mobile computer users with a hardware support solution for their new HP portable product. This service is available for selected HP- and Compaq-branded products and includes, as locally available, a next-business-day onsite response time in support of hardware problem resolution. Support is provided during the standard business hours and days of the local country/geographic location.
For eligible products, specific service levels may be offered with protection against accidental damage from handling. Where accidental damage protection applies, the customer receives protection against accidental damage from handling to the covered hardware product as part of this service.
For eligible products, defective media retention feature allows the customer to retain defective hard disk or eligible SSD/Flash drive components that the customer does not want to relinquish due to sensitive data contained within the disk covered under this service.